Systems and methods to determine quality of services provided over real-time communication connections

• US 10,237,407 B2
• Filed: 04/16/2018
• Issued: 03/19/2019
• Est. Priority Date: 12/29/2014
• Status: Active Grant

• Current Assignee: Ingenio LLC
• Original Assignee: Ingenio LLC
• Inventors: Dopiro, Olena
• Primary Examiner(s): Nguyen, Khai N.
• Application Number:
  US15/954,387
• Publication Number:
  US 20180234544A1
• Time in Patent Office: 337 Days
• Field of Search: 37926501, 37926502, 37926503, 37926504, 37926505, 37926506, 37926507, 37926508, 37926509, 3792651, 37926511, 37926512, 37926513, 37926514, 37926601, 37926602, 37926603, 37926604, 37926605, 37926606, 37926607, 37926608, 37926609, 3792661
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: G06Q 20/14 specially adapted for billing systems
• CPC Class Codes: G06Q 20/407 Cancellation of a transaction
• CPC Class Codes: G06Q 30/0281 Customer communication at a business location, e.g. providing product or service information, consulting
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

A computing apparatus configured in the communication system to store data about advisers, including availability status of the advisers for real time communications with customers, ratings of the advisers by prior customers, compensate rates of the advisers, probability of being connected within a period of time for real time communication with customers, etc. The computing apparatus presents the advisers to customers based on the stored information and provide real time communication connections in response to selections of the presented advisers. Based on monitoring customer interaction with the system, the computing apparatus is configured to detect dissatisfactions, determine authenticity of the dissatisfactions based on user history and usage patterns of the system, and automatically provide a refund to the user without a refund request from the user and/or an explicitly user confirmation of the detected dissatisfaction.

Claims

1. A method implemented in a communication system, the method comprising:

storing, in a data store of a computing apparatus configured in the communication system, first data regarding real time communications over the communication system by users with advisers, wherein the first data stored in the data store identifies at least one pattern of usage of the communication system;

establishing, by the computing apparatus, a real time communication connection between a first user and a first adviser;

monitoring, by the computing apparatus, during the real time communication connection, services provided by the first adviser to the first user over the real time communication connection;

determining, by the computing apparatus, an actual duration of the real time communication connection; and

detecting, by the computing apparatus and based on the monitoring, an indicator of dissatisfaction of the first user with the services, wherein the indicator of dissatisfaction is further based on the actual duration.

2. The method of claim 1, further comprising:

after the indicator of dissatisfaction is detected, determining, by the computing apparatus and based on the at least one pattern of usage of the communication system, authenticity of the dissatisfaction of the first user without an input from the first user.

3. The method of claim 1, further comprising providing, by the computing apparatus and without a user request, a refund to the first user in response to the authenticity of the dissatisfaction as determined by the computing apparatus.

4. The method of claim 1, wherein the determining the authenticity comprises accessing, in the data store, the first data to obtain the at least one pattern.

5. The method of claim 1, wherein the at least one pattern is based on a set of user feedbacks to services provided by different advisers via the communication system.

6. The method of claim 1, wherein the at least one pattern is based on user ratings to services provided by different advisers via the communication system.

7. The method of claim 1, wherein the at least one pattern is based on connection durations for services provided by different advisers via the communication system.

8. The method of claim 1, further comprising charging, by the computing apparatus, the first user for the services provided by the first adviser to the first user over the real time communication connection.

9. The method of claim 1, further comprising:

determining, by the computing apparatus, an expected duration of the real time communication connection;

wherein the indicator of dissatisfaction is detected in response to a determination that a ratio between the actual duration and the expected duration is less than a threshold.

10. The method of claim 1, further comprising:

computing, by the computing apparatus, statistics of services provided by the first adviser to different users via the communication system;

wherein the dissatisfaction is detected based at least in part on the statistics.

11. The method of claim 1, wherein the authenticity of the dissatisfaction is further based at least in part on a payment history of the first user for services provided over communication connections established via the communication system.

12. The method of claim 1, wherein the authenticity of the dissatisfaction of the first user is determined without a communication with the first user to confirm the dissatisfaction.

13. The method of claim 1, further comprising:

storing, in the data store, data identifying availability of the advisers for real time communications over the communication system;

providing, via the computing apparatus, a user interface to receive user input requesting a first list of advisers;

identifying and ranking, by the computing apparatus, the first list based at least in part on the availability of the advisers;

providing, by the computing apparatus, the first list for presentation in the user interface; and

receiving, by the computing apparatus, a user selection of an adviser from the first list.

14. A computing apparatus, comprising:

a data store;

at least one network interface;

at least one microprocessor; and

memory storing instructions configured to instruct the at least one microprocessor to;

store, in the data store, first data regarding real time communications over the communication system by users with advisers, wherein the first data stored in the data store identifies at least one pattern of usage of the communication system;

establish a real time communication connection between a first user and a first adviser;

monitor, during the real time communication connection, services provided by the first adviser to the first user over the real time communication connection;

determine an actual duration of the real time communication connection; and

detect, based on the monitoring, an indicator of dissatisfaction of the first user with the services, wherein the indicator of dissatisfaction is further based on the actual duration.

15. The computing apparatus of claim 14, wherein the memory further includes storing instructions configured to instruct the at least one microprocessor to determine, based on the at least one pattern of usage of the communication system, authenticity of the dissatisfaction of the first user without an input from the first user, after the indicator of dissatisfaction is detected.

16. The computing apparatus of claim 14, wherein the instructions are further configured to instruct the at least one microprocessor to:

store, in the data store, data identifying availability of the advisers for real time communications over the communication system;

identify a first list of advisers based at least in part on the availability of the advisers;

provide the first list for presentation in a user interface; and

receive a user selection of an adviser from the first list.

17. The computing apparatus of claim 14, wherein the at least one pattern is based on a set of user feedbacks to services provided via the communication system.

18. The computing apparatus of claim 14, wherein the at least one pattern is based on user ratings to services provided via the communication system.

19. The computing apparatus of claim 14, wherein the at least one pattern is based on connection durations for services provided via the communication system.

20. A non-transitory computer storage medium storing instructions configured to instruct a computing apparatus to:

store, in a data store, first data regarding real time communications over the communication system by users with a first adviser, wherein the first data stored in the data store identifies at least one pattern of usage of the communication system;

establish, by the computing apparatus, a real time communication connection between a first user and the first adviser;

monitor, during the real time communication connection, services provided by the first adviser to the first user over the real time communication connection;

determine an actual duration of the real time communication connection; and

detect, based on the monitoring, an indicator of dissatisfaction of the first user with the services, wherein the indicator of dissatisfaction is further based on the actual duration.